RMA REQUEST

A customer with hardware that requires repair should request a Return Merchandise Authorization (RMA) number by filling out this form and submitting it to Lumenari via email to support@lumenari.co

CONDITION OF MERCHANDISE BEING RETURNED

If merchandise is being returned on warranty:

Product must be returned in original packaging

Product must be returned with all accessories (ie: booklet guide)

If merchandise is being for credit:

Product must have been purchased (date of invoice) within 30 days of requesting this RMA

Product must be returned in original packaging

Product must be returned with all accessories (ie: booklet guide)

Product itself must be in perfect condition (i.e.: no scratches, no signs of wear and tear, etc.)

RMA REVIEW

The RMA Administrator will review the request and, before proceeding, may request additional information, or suggest additional diagnostic steps to ensure that the hardware is not returned unnecessarily.

RMA CHARGES

For On Warranty (OW) claims, there will be no test/repair charges. Out-of-Warranty (OOW) RMA returns will require a charge. Prior to the RMA being issued the RMA Administrator will inform the customer of the flat rate charge for test/repair of the hardware. A formal quote for the associated RMA charges can be provided upon request.

RMA ISSUED

When the RMA Administrator has confirmed a repair is necessary and all other requirements have been satisfied a reply will be sent to the customer with an RMA number which may include packaging and shipping instructions.

RMA EXPIRATION

Once the RMA number has been issued the product must be received by RRT within 30 days of the date of issue of the RMA number.

SHIPMENT OF RMA TO RRT

RMA numbers must be clearly marked on the outside of the box the merchandise is being shipped in. If personnel in our shipping department cannot easily read (find) the RMA number, the merchandise will not be accepted for return.

The customer is responsible for the safe shipment of the hardware in appropriate packaging.

OW TEST/REPAIR

RRT will repair or replace at its discretion all warrantied hardware.

ADDITIONAL DETAILS

NO TROUBLE FOUND RMAS

If an RMA is determined to be NO Trouble Found (NTF), RRT will request additional information from the customer in an attempt to replicate the observed failure. If no additional information is available or the observed failure cannot be reproduced, RRT will return the RMA to the customer as NTF. The policy applies to OW, and OOW RMAs. Full OOW charges do apply.

UNREPAIRABLE ON WARRANTY

Hardware returned to RRT covered by warranty determined to be unrepairable as a result of hardware fault that has not been induced by customer misuse will be replaced for no charge to the customer.

UNREPAIRABLE OOW

Hardware returned to RRT determined to be unrepairable for any reason will not be automatically replaced. A replacement hardware product can be ordered through the customer’s normal RRT sales channel. OOW hardware found to be unrepairable can either be returned to the customer ‘as is’ for final disposition or scrapped at RRT upon customer request. RRT will request final disposition instructions from the customer when a hardware product is determined to be unrepairable. Unrepairable hardware products are subject to a reduced RMA charge to cover the cost of testing and debug performed by RRT.

SHIPPING OF RMAS TO RRT

Shipping of all OW and OOW RMAs from the customer to RRT is at customer expense. Customers are encouraged to notify RRT when RMAs are shipped and to provide shipment tracking details. RMAs are to be appropriately packaged to ensure the safe transit of the hardware product to RRT. Any damage or subsequent failure of the hardware product related to inappropriate packaging will result in additional charges for the repair of the product.

SHIPPING OF WARRANTY MAINTENANCE RMAS FROM RRT

Shipping of all Warranty RMAs from RRT to the customer are at RRT expense using the RRT preferred shipper unless a prior agreement is entered with the customer to ship differently.

SHIPPING OF OOW RMAS FROM RRT

Shipping of all OOW RMAs from RRT is at customer expense. The cost of shipping from RRT is not included in the quoted OOW RMA repair charge. The customer has the options of providing a shipper name and account number for collect shipping of the RMA at the time the RMA is issued via the RMA Request or RRT can add the cost of shipping to the RRT Invoice in addition to the OOW RMA repair charge.

RRT may provide an Advance Replacement of a failed hardware product on a case by case basis. Only Warranty covered hardware products will be considered for Advance Replacement upon request or at RRT discretion. Advance Replacements are only considered for Dead on Arrival (DOA) hardware products that are reported to RRT within 30 days of original shipment. Advance Replacements are subject to hardware product availability.

EXPEDITED RMA PROCESSING

RRT can provide expedited testing and repair of RMAs on a case by case basis for an additional charge. A quotation for expedited processing can be provided upon request.